Mobile service disruptions? Here’s what you need to know about TRAI’s new compensation rules

Mobile subscribers in India can now claim compensation if mobile services are disrupted. The new provisions, introduced by the Telecom Regulatory Authority of India (TRAI) in its latest notification, stipulate that if mobile services are interrupted for more than 24 hours at the district level, companies must provide compensation to affected customers.

The penalty for non-compliance with quality standards has been increased from Rs 50,000 to Rs 100,000. Fines for violations will be graded at Rs 100,000, Rs 200,000, Rs 500,000, and Rs 1,000,000, depending on the severity of the breach.

From 1 October onwards, if a postpaid customer experiences a service disruption, the rental charges for that day will be adjusted in the following bill. For prepaid customers, this will come into effect from April 2025. Specifically, if a prepaid customer loses service for more than 12 hours, an additional day of validity will be credited. Compensation must be provided within a week.

If service is disrupted for at least four hours in a district or state, companies must inform TRAI authorities. Compensation benefits will only apply to numbers registered in the district where the disruption occurred. Fixed-line service providers are also required to offer compensation to both postpaid and prepaid customers in the event of service disruption.

Compensation is not required if service disruptions are due to natural disasters.

The new regulations also mandate that broadband connections must be provided within a specified timeframe. According to the new rules, companies must deliver broadband connections within seven days of receiving payment from the customer. Additionally, companies are required to display coverage maps for 2G, 3G, 4G, and 5G networks on geo-spatial maps, allowing consumers to choose their providers based on service quality. These regulations will come into effect within six months.